Date posted: 01/12/2008

Audience: This Notice will be of particular interest to:

  • HR Managers, Policy Managers and staff with pension responsibilities

Action: Policy and HR Managers are asked to:

  • Note the contents of this EPN;
  • Ensure that your staff know what to do if they receive any enquiries from pensioners about an overpayment of their Civil Service pension

Timing: Immediate


Capita Hartshead wrote yesterday, Monday 15 December, to around 16,000 of the 569,000 Civil Service pensioners to tell them that there has been an error in the calculation of their pension and that, as a result, they have been overpaid. The letter gives details of a helpline number and e-mail address that pensioners should contact should they have any questions about the letter. A copy of the letter and explanatory note sent to those affected is attached for your information at Annex A.

This problem only affects those who are drawing their scheme (and State) pension. It does not affect active or deferred members.


The reason for the overpayment is complicated but is to do with the way some pensioners’ pensions were increased each year after they began to draw their State retirement pension. We have been working closely with those departments involved to try to ensure that this problem does not occur in future.


Pensioners have been instructed to contact Capita Hartshead if they have any questions about the letter. You should pass any enquiries to Capita Hartshead’s dedicated helpline number and e-mail address. Details are:

Capita Hartshead

Telephone: 0800 1412858
Fax: 0870 169 9720
E mail:
Address: PO Box 208
Co Durham


Enquiries about content, distribution or to receive in a different format
01256 846414
Employer Helpdesk
Civil Service Pensions
Grosvenor House
Basing View
RG21 4HG


1 December 2008
Last updated:
24 April 2023